Customer Representative Associate II Supervisor / Bureau of Motor Vehicles / Anticipated Vacancy

If you are a current State of Maine employee, please submit your application through the internal application process using the report in PRISM. Seasonal employees who do not have PRISM access should apply through the State's career page and indicate on the application that they have previously worked for the State. .

Department:

Secretary of State /

Bureau of Motor Vehicles Division:

Driver License Services Location:

Augusta Schedule:

Monday•Friday, 8:00 a.m.•5:00 p.m.

Grade:

15

Salary:

$18.27•$26.32

Closing Date:

July 16, 2026 Join Our Team at the Department of the

Secretary of State:

At the Department of the Secretary of State, we are a team dedicated to providing efficient and exceptional service to our community. We prioritize work-life balance and offer excellent benefits to support our team in achieving professional success while maintaining personal well-being. Join a team that fosters a culture of teamwork, integrity, and continuous improvement, offering opportunities for growth and making a meaningful impact on the lives of our citizens. Are you ready to make a difference? We are looking for dedicated and collaborative individuals who thrive in a fast-paced, customer-focused environment. If you are passionate about delivering outstanding public service, contributing to a high-performing team, and supporting the people of Maine every day, we want you on our team. About the

Position:

The Bureau of Motor Vehicles is seeking a motivated, customer-focused, and organized Customer Representative Associate II Supervisor to join the Commercial Driver License (CDL) Unit. This position plays a key leadership role in supporting the daily operations of the CDL program by supervising clerical staff, coordinating statewide scheduling activities, supporting Driver License Examiners, and ensuring exceptional customer service to the public and industry partners. This position requires a collaborative leader who can effectively prioritize competing responsibilities, coach and develop employees, and maintain a high level of accuracy while working in a fast-paced environment. The successful candidate will work closely with Driver License Examiners, branch office staff, CDL training schools, and management to ensure efficient operations and consistent service delivery throughout the state.

What We're Looking For:

Customer Service Excellence:

Demonstrated ability to provide courteous, accurate, and efficient service in a fast-paced setting with a diverse public.

High Volume Readiness:

Comfortable handling large numbers of customer interactions per day while maintaining composure and professionalism.

Team Collaboration:

Work effectively within a team, supporting shared goals and contributing to a respectful, productive workplace.

Adaptability:

Adjust quickly to new procedures, policies, and technologies as agency needs evolve. Attention to

Detail:

A focus on accuracy and thoroughness in completing tasks and managing responsibilities. Confidently make informed decisions and stay solution-focused while managing multiple priorities without sacrificing accuracy or customer satisfaction.

Clear Communication:

Strong verbal and written communication skills to explain complex rules and processes in a way that is easy for the public to understand.

Problem-Solving:

Identify and resolve issues efficiently while maintaining a calm and helpful demeanor.

Professionalism:

Consistently represent the Department with respect, integrity, and accountability.

Key Competencies We Value:

Emotional Intelligence:

Empathetic, self-aware, and able to manage high-stress interactions with tact.

Conflict Resolution:

Handle difficult or emotional customer situations with patience and effectiveness.

Time Management:

Prioritize tasks and complete assignments accurately and on time. Commitment to

Excellence:

Dedication to high-quality work, accuracy, and upholding public trust.

Continuous Improvement:

A mindset focused on improving processes, learning new skills, and supporting team development.

In This Role You Will:

Lead and supervise a five-person clerical team by assigning work, coaching employees, providing training, supporting recruitment and onboarding, and assisting with performance management while fostering a collaborative and customer-focused work environment. Coordinate weekly Driver License Examiner schedules and oversee the scheduling, rescheduling, and cancellation of Commercial Driver License (CDL) written and road examinations. Serve as a primary resource for Driver License Examiners, Bureau of Motor Vehicles branch office staff, and CDL training schools by resolving operational issues and coordinating bulk examinations, retests, and cancellations. Process complex examiner paperwork, and Point of Sale (POS) transactions, reconcile daily cash reports. Utilize American Association of Motor Vehicle Administrator Systems, including Commercial Driver License Information System, Social Security Online Verification, Problem Driver Pointer System, and United States Postal Service Verification System, to support CDL licensing operations. Establish operational priorities, improve workflow efficiencies, monitor quality assurance standards, and ensure compliance with applicable state and federal laws, regulations, policies, and procedures. Preference will be given to candidates who bring digital fluency and a process-improvement mindset: Comfort learning and adopting new technologies, experience streamlining or digitizing paper-based work, clear written communication, curiosity about emerging workplace tools, and the judgment to evaluate and verify their output before relying on it. Candidates with experience supervising or leading staff, coordinating schedules and workloads, and working in a fast-paced customer service or administrative environment. Knowledge of Commercial Driver License (CDL) operations, motor vehicle licensing, or state government processes is desirable. Candidates should possess strong organizational, communication, and problem-solving skills, as well as experience using Microsoft Office and other business software to support efficient operations and excellent customer service.

Minimum Qualifications:

(Entry level knowledges, skills, and/or abilities may be acquired through, BUT

ARE NOT LIMITED TO

the following coursework/training and/or experience.) Training, education, or experience in office and administrative support work that demonstrates 1) competency in applying a solid knowledge of the principles and practices of quality customer service to perform complex work in assisting the public with applications, fees, examinations, or social services that have an eligibility or compliance component; and 2) the ability to use independent decision-making on the appropriate processes to follow, information to process, and actions to take in accordance with standard procedures. All positions in this classification assume the qualifications of: Customer Representative Assistant I, Customer Representative Assistant II and Customer Representative Associate I. Applicants must be authorized to work in the United States. Please note that this position is not eligible for visa sponsorship or

STEM OPT

extensions, and successful candidates will be required to complete an I-9 form upon hire. The successful candidate must pass a National Criminal Background check, which may include fingerprinting. Why Join Our Team? We believe in supporting our workforce's health and well-being with a valuable total compensation package, including:

Work-Life Fit:

Take time for yourself with 13 paid holidays, 12 days of sick leave, and 3+ weeks of vacation leave annually. Vacation leaves accrual increases with years of service, and overtime-exempt employees receive personal leave.

Health Insurance Coverage:

The State of Maine pays 85•95% of employee-only premiums ($11,196.96•$12,514.32 annual value), depending on salary. Use this chart to find premium costs for you and your family, including the percentage of dependent coverage paid by the State.

Dental Insurance:

The State of Maine pays 100% of employee-only dental premiums ($387.62 annual value).

Retirement Plan:

The State contributes the equivalent of 14.11% of the employee's pay towards the Maine Public Employees Retirement System (MainePERS).

Contact information:

Questions about this position should be directed to Terri Kanaris Talent Acquisitions Specialist, via email Terri.

Kanaris@Maine.gov

Application Instructions:

To apply, click "Apply for this opening" and upload your cover letter, resume, and any relevant transcripts or certifications. Your resume must include month/year for each position and list related duties and responsibilities. Please note if any experience was part-time. Need a paper application? Download one [ HERE ] or call 207-441-9993. Submit paper applications, cover letter, and resume before the closing date to: Office of Human Resources Secretary of State, Office of Human Resources 101 Hospital Street Augusta, ME 04330

Fax:

207-624-9313 We are an Equal Opportunity Employer committed to building an inclusive workplace that respects and values diversity across all backgrounds. . If you are unable to complete the online application, please contact the Human Resources representative listed on the job opening you are interested in applying for. They will work with you for an alternative method of submitting.